Frequently Asked Questions
We've answered the most common questions about your stay, recovery, meals, transport, and booking - so you can feel confident and cared for, every step of the way. If there's anything else you'd like to know, our team is just a message away.
Booking and Payment Information
How do I book my stay?
You can submit enquiries through our website or by contacting our team. We offer flexible payment options to accommodate your needs.
Is my deposit refundable?
In some cases, yes. Whilst we do have a non-refundable policy, we allow cancellations up to 60 days before your stay with a 100% refund. If you need to cancel within 60 days, please speak to our team about your circumstances. We will always do our best to allow a refund if you have extenuating circumstances – however a full refund is usually dependent on us being able to rebook for the dates that you have cancelled. If you think you might need to cancel, telling us as early as possible helps us to rebook, and subsequently secure your refund in full.
Do I need to pay a deposit?
Yes , in order to secure your stay, a 50% deposit is payable on booking. The balance of your package fee is due 21 days before your stay commences.
When is my full package fee payable?
Your full payment is due 21 days before your stay commences. We will send you an email with your payment link 4 weeks before your stay, and gentle reminders if the payment is overdue.
Do I pay in AUD or Indonesian Rupiah?
Payments are made in AUD to our Australian company, Bali Luxe Medical Pty Ltd. This gives you full protection under Australian consumer law. We are also fully registered in Indonesia under our PT PMA license.
What happens if I haven’t paid in full before I arrive?
If you are having troubles with your payment, please speak to our caring team about what we can do to assist you. We cannot host unpaid guests, however we can work with you on other payment options or timings in extenuating circumstances.
Accommodation Details
Is my room private?
Yes, every guest has their own private bedroom, complete with an ensuite bathroom, queen bed, and a recliner. If you prefer, meals can also be served directly to your room .
Can I bring a partner or friend to stay with me?
Yes, your partner or support person is welcome to stay with you at no extra charge if they’re sharing your private room. We understand how comforting it can be to have a loved one nearby during recovery.
Please note that for some dates, we only accept solo bookings to ensure a calm and private environment for all guests. Let us know in advance if someone will be staying with you so we can plan accordingly.
What type of accommodation can I expect during recovery?
Our villas are designed specifically for post-operative comfort. Each room features a queen-sized bed, walk-in shower, air-conditioning, and calming interiors to help you relax and recover. We’ve created a peaceful, supportive environment for healing — with beautiful shared spaces and attentive care.
Are all the villa guests medical patients?
Yes, all guests staying at our villa are post-operative patients, just like you. This ensures a calm, understanding environment where you can feel completely comfortable , whether you have visible bruising, bandages, or simply need peace and quiet.
What areas of the villa are shared?
Shared areas include the kitchen, open dining space, and outdoor areas. The pool is shared between guests staying in the villa, so you’ll only be sharing it with the other recovery guests during your stay. It’s a calm, private space designed for rest and comfort.
Can I book the villa exclusively for myself?
Yes , we offer an Exclusive Villa Upgrade if you’d prefer not to share the space with other guests. This means the entire villa will be reserved just for you (and your companion, if applicable), offering complete privacy throughout your recovery.
This option is subject to availability and comes with an additional charge. Let us know early if you're interested, and we’ll do our best to accommodate your request.
Pre-Arrival Preparation
Do I need a visa for Bali?
Yes , Australian passport holders need a Visa on Arrival, which costs around $50 AUD and is valid for 30 days. You can get it at the airport when you land, or apply online before you travel. Applying in advance allows faster entry through the auto gates. Make sure your passport is valid for at least 6 months and you have a return or onward flight.
Do I need to prepare anything for my emergency contacts?
Yes , make sure your emergency contact person knows where you are staying and understands your preferences in case they need to advocate for you. Ensure their details are also shared with your doctor or medical provider.
What is the Tourist Tax Levy?
The Balinese government has introduced a Tourist Tax Levy to support improvements to the island’s infrastructure and enhance the experience for visitors.
It’s a one-time payment of IDR 150,000 (around $15 AUD) and can be completed before you arrive. Most travellers pay it at the same time as their visa application. Once paid, you’ll receive a confirmation email to show at immigration.
Can I buy medications and personal items in Bali?
Yes , Bali has excellent pharmacies and easy access to common medications. However, some items are more affordable or easier to find in Australia, so it’s best to bring your own supply where possible.
What should I bring with me for my stay?
We recommend packing comfortable clothing, personal care items, any prescribed medications, and any important medical documents related to your surgery.
What specific items should I bring from home?
We suggest packing enough sunscreen, sanitary products, underwear, and any specialist medications or skincare products you rely on, as these may not be readily available or could be more expensive in Bali.
Post-Operative Care Services
Where are your nurses from, and do they speak English?
Our nurses are local Indonesian, and all speak very good English. Indonesia has regulations that support local employment in healthcare, and having a nurse who speaks both languages is a huge advantage , especially when communicating with doctors, clinics, or pharmacies on your behalf.
Are your nurses qualified?
Yes. At Bali Luxe Medical, our nurses are fully qualified and registered local nurses, each with a minimum of 5 years’ experience in post-operative hospital care.
Can nurses attend outside the morning visit?
Yes. Afternoon visits can be arranged if required, and overnight nursing care is available for an additional fee.
What kind of post-operative care do you offer?
We offer daily nurse visits that include wound cleaning and dressing, vital signs checks, and overall wellbeing support. If approved by your doctor, we can also assist with a gentle hair wash. Our nurses speak excellent English and can help communicate with your surgeon if needed.
What do your nurses check?
Our nurses will visit you daily to help with: Wound cleaning, hair wash, comprehensive vital signs check including blood pressure, pulse, breathing, wound and surgical site check, and overall condition
Can your nurses attend appointments with me?
Yes, absolutely. We understand that you may feel nervous attending pre- or post-operative appointments, or may want a familiar face with you when you wake up. Our nurses can attend appointments with you for additional support.
How often do the nurses visit the villa?
Our nurses visit once a day to check your wounds or stitches, monitor your vital signs, and ensure you're comfortable. They can assist with your prescribed medication (if provided by your doctor), help communicate with your surgeon if needed, and you can ask your nurse to assist with a gentle hair wash, if approved. IV Nutritional Boosters are also available as an optional extra
Do your nurses live in the villa?
No. Our nurses visit every morning from 9:00am to complete comprehensive check-ups for all guests on site.
Is there an additional cost for appointment attendance?
Yes. As at December 2025, nurse appointment attendance is $50 per day. Pricing is subject to change and will always be confirmed in advance.
Safety and Villa Security
Is Bali safe for medical recovery?
Yes. Bali is widely regarded as one of the safest destinations in South-East Asia, particularly in residential areas like Seminyak where our villas are located.
Our recovery villas are situated in secure, local neighbourhoods, deliberately away from nightlife or transient tourist zones. Local government officials and community leaders in Bali also take responsibility for security of their allocated areas, we work with them to ensure our guest wellbeing.
Is there security at night?
Private Villa (1, 2, 3 bedroom) - Kerobokan:
No overnight security. Our villas are in a group of 5, all with secure, private entry located off the main road. The community government (Banjar) services the area security here.
This is standard practice in private Balinese neighbourhoods and adds an extra layer of reassurance for our guests.
How do you keep guests safe?
All Bali Luxe Medical villas are located behind locked villa gates, with high perimeter walls.
All bedroom doors and balcony doors are also lockable.
Access to each property is controlled with either keypad or key access, and villas are positioned within private residential streets away from main road frontage. Security and privacy are fundamental to our recovery model.
Will I Be Alone in the Villa?
As with any villa accommodation, we cannot
always guarantee that other guests will be booked
at the same time as your stay in our shared villas.
Our private villas are booked intentionally for those who prefer a discreet and peaceful experience. You can be rest assured that you will have exclusive access to your villa.
Chefs, nurses and other service staff visit multiple times each day.
Our housekeeping team are on-site daily from
7am to 9pm, and your concierge team is contactable 24/7 via monitored phone and messaging.
Overnight nursing care is also available by request for guests who prefer additional support.
Is there security at night?
In Bali it is common for security officers to be responsible for a group of villas or small street. You can see each of our villa security status below:
Shanti - Seminyak: Overnight security guards are stationed at Delu villas, which is the single entry point to our villas which sit directly behind.
Samadhi - Legian: Overnight security guards are stationed approx 20 metres from our villa, and service our small street. Again, this is a no-through-road with a single entry point.
BLM Ultra Luxe - Seminyak: Overnight security guards are stationed at the front of the property and look after all 3 villas here.
What's Our Promise?
Our mission statement at Bali Luxe Medical is to provide every guest with a safe and beautiful place to recover. We take your safety and security very seriously.
Every Bali Luxe Medical villa operates within clear safety procedures, supported by trained staff, trusted medical partners, and local security so that you can focus on healing with confidence.
Nutrition & Meals
What if I have allergies or food intolerances?
We take allergies and intolerances very seriously. You’ll be asked to provide this information before your arrival, and our chef will ensure all meals are safe and appropriate for you. If you have a severe allergy, please flag it clearly so we can take extra precautions.
Can my companion have the meals too?
Yes, we can provide meals for your companion at an additional cost. Just let us know ahead of time so we can prepare enough.
Can I customise the menu to my dietary needs?
Absolutely. Before your arrival, we’ll ask for your food preferences, allergies, and any dietary requirements so we can tailor your menu. If you feel like trying something new during your stay, just let us know – we’re happy to adjust.
Can portions be adjusted?
Yes, we can tailor portion sizes to suit your appetite and recovery stage. Just let us or the chef know.
Are meals provided during my stay?
Yes, all meals are included and freshly prepared on-site by our private chef, so you can fully rest and recover without needing to leave the villa.
Is the food healthy?
Our meals are designed to support healing – they’re fresh, balanced, and nutrient-rich. We use high-quality ingredients and avoid anything heavy or overly processed. If you have specific nutritional goals, we can adjust your menu accordingly.
Transportation and Mobility
Can I go out during recovery?
Yes , once you’re feeling well enough, we can help arrange trips for shopping, meals, or optional treatments like HBOT. These outings aren’t included in your package, but we’ll organise everything and invoice you separately at cost. Just ask your concierge if you’d like to plan something.
What happens when I arrive in Bali?
Our driver will greet you with VIP service at the airport exit, holding a Bali Luxe Medical sign with your name. They’ll assist with your bags and walk you to a comfortable waiting area while they collect the car (due to local parking rules). You’ll then be taken directly to your villa in your private car.
What kind of transportation is included in my package?
We include all essential transport so you don’t need to worry about organising anything. Your package includes VIP airport pick-up and drop-off, return trips for your pre-surgery consultation, surgery day, and post-surgical check-up. All transport is in clean, comfortable, temperature-controlled private cars with professional drivers.